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ProProfs Help Desk Review

ProProfs Help Desk
Our score: 8.5 User satisfaction: 100%

What is ProProfs Help Desk?

ProProfs Help Desk is a cloud-based customer service help desk ticketing software that features shared inboxes, knowledge base, and chat for seamless collaboration and faster issue resolution, resulting in better customer experience and immense customer satisfaction.

The software is designed to simplify the management of all customer-facing inboxes, enabling support teams to categorize support emails via labels, internal notes, and priorities and provide timely expert responses and deliver quick resolutions to questions and issues.

Knowledge base functionality dramatically reduces ticket support requests to as much as 80%. An internal knowledge base for employees can also be set up to speed up employees access to documentation, guides, manuals, and tips, helping them become familiar with their clients’ issues and give them intelligent responses and resolutions. Other notable features include live chat, smart reports, and surveys.

Overview of ProProfs Help Desk Benefits

Automated Ticket Creation

ProProfs Help Desk automates the ticket creation process, allowing agents to concentrate on their priority tasks instead of wasting time manually creating tickets and entering details. As tickets are automatically generated, agents become more productive and effective, resulting in more tickets getting addressed and resolved.

Shared Inbox Functionality

Your help desk agents have access to all shared inboxes, allowing them to see customer tickets that are either being acted on, waiting for support, or resolved. All interactions are visible and every issue is tracked, helping agents device a more effective approach and resolution to the customer’s issue or request. Such functionality results to faster and better ticket resolution, which then leads to customer satisfaction.

Reliable Company Image and Reputation

When customers are happy with your support, your business is bound to get great ratings. ProProfs Help Desk has all the tools you need to deliver high quality customer support and resolve their issues in time, which greatly enhances the reliability of your brand.

Targeted Agent Training and Management

ProProfs Help Desk enable management to track agent performance as individuals and team players using customer feedback and surveys. This allows the management to identify any areas that are problematic and require attention and help determine factors that push agent productivity and efficiency.

Overview of ProProfs Help Desk Features

  • Track Tickets
  • Prioritize Tickets
  • Solve Tickets
  • Share Knowledge
  • Instant Support
  • Train Agents and Customers
  • Optimized For Mobile Devices
  • Scalable Solution

What Problems Will ProProfs Help Desk Solve?

Timely responses to customers with faster ticket resolution

John is a customer support agent and receives loads of customer queries and requests on a daily basis. He is often overloaded with so many requests at the same time that one or, the other tickets are left unattended or, unresolved. Thanks to ProProfs Help Desk! John can easily track all queries, bugs, and requests from the simple email-like interface of the help desk software. Besides, he can organize, prioritize, discuss, and track requests. John can see who is working on which ticket; ensuring that tickets are not lost.

Feature: Issue tracker, email-like interface

Collaborative teamwork

Christina is 32 weeks pregnant and will be on her maternity leave in four weeks. Being Product Manager, she will be receiving loads of product-related queries from customers. She may be unable to attend them during the leave. But, her company uses help desk software that allows customer support team and others to collaborate with a shared inbox. With ProProfs Help Desk in place, her product team can access and view customer queries and requests. Tickets can be assigned according to priorities and those that need immediate attention. There is also appropriate and faster ticket resolution using collaboration features, such as notes, history, alerts, priorities, child tickets, and knowledge base.

Feature: Shared inbox

Improved agent performance

Johnson is a customer success manager. He is disappointed with the overall performance of his customer support team but, doesn’t know which of his agents lack adequate customer support skills. One of his business friends, Van, told him about the ProProfs Help Desk and how it benefitted his company to track agent and ticket performance. Integrated with ProProfs Survey Maker, a survey tool, Van could easily monitor help desk ratings over time; keeping track of agents’ performance as individuals and in teams. With Net Promoter Score (NPS) surveys and customer surveys, Johnson’s friend could improve customer service. Capturing customer feedback is, indeed, instrumental in targeted agent training.

Feature: Survey Maker

Awards & Quality Certificates

An award given to products that have recently entered the market but are already becoming very popular
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

ProProfs Help Desk Position In Our Categories

Since businesses have distinct business demands, it is only practical they steer clear of paying for an all-encompassing, ”best” solution. Nonetheless, it is futile to try to find such a software product even among widely used software solutions. The right thing to undertake can be to spell out the varied vital aspects that demand investigation including important features, budget, technical skill levels of the employees, business size, etc. The second step is, you must perform the product research through and through. Go over these ProProfs Help Desk evaluations and check out each of the software solutions in your list in detail. Such all-encompassing product research guarantees you keep away from unsuitable apps and pay for the system which includes all the benefits your company requires to be successful.

Position of ProProfs Help Desk in our main categories:

TOP 100

ProProfs Help Desk is one of the top 100 Customer Support Software products

TOP 50

ProProfs Help Desk is one of the 50 Help Desk Software products

If you are interested in ProProfs Help Desk it may also be sensible to check out other subcategories of Customer Support Software collected in our database of SaaS software reviews.

Each enterprise has different needs and needs an application that can be customized for their size, kind of staff members and clients, and the particular industry they are in. For these reasons, no software can proffer perfect functionality off-the-shelf. When you search a software app, first be sure what you want it for. Read some ProProfs Help Desk Customer Support Software reviews and ask yourself do you desire basic tools or do you need sophisticated functionality? Are there any industry-specific features that you are looking for? Find the answers to these questions to assist your search. There are plenty of factors that you need to reflect on and these include your budget, particular business requirements, your company size, integration needs etc. Take your time, try out a few free trials, and finally choose the app that offers all that you need to boost your organization competence and productivity.

How Much Does ProProfs Help Desk Cost?

ProProfs Help Desk Pricing Plans:

Free Trial

Free

Free

Team

$49/month or $39/month (Annual Billing)

Business

$89/month or $79/month (Annual Billing)

Enterprise

$499/month or $939/month (Annual Billing)

ProProfs Help Desk offers the following basic and enterprise pricing packages:

Free

  • 1 User
  • 1 Inbox
  • 100 Tickets/Month
  • 1 Department/Team
  • 1-Month Ticket History

Team – $49/month or $39/month (Annual Billing)

  • 3 Users
  • 1 Inbox
  • Unlimited Tickets
  • 1 Department/Team
  • 6-Month Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Phone Support

Business – $89/month or $79/month (Annual Billing)

  • All Team Features
  • 5 Users
  • 3 Inboxes
  • 3 Departments/Teams
  • 1-Year Ticket History
  • Basic Reports
  • Routing
  • Child Tickets
  • Roles & Permissions

Enterprise – $499/month or $399/month (Annual Billing)

  • All Business Features
  • Unlimited Users
  • Unlimited Inboxes
  • Unlimited Departments/Teams
  • Unlimited Ticket Ratings
  • Enterprise Reports
  • Audit & Admin Controls
  • SLA & Custom License

User Satisfaction

Positive Social Media Mentions 4
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and ProProfs Help Desk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with ProProfs Help Desk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

Popular ProProfs Help Desk Alternatives

Top Competitors To ProProfs Help Desk By Price

Trending Customer Support Software Reviews

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ProProfs Help Desk Comparisons

ProProfs Help Desk user reviews

Gather Customer Feedback With the In-Built Survey Maker

Read full review >
Samuel Marble
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 19.11.2019 Company Size: 11-50 Employees Industry: Real Estate

Gather Customer Feedback With the In-Built Survey Maker

Read full review >
Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.09.2019 Company Size: 51-100 Employees Industry: Financial Services

Ticketing System that Comes with Custom Fields Feature

Read full review >
Roberge Mark
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 31.05.2019 Company Size: More than 100 Employees Industry: Chemicals

Best ticket management software!

Read full review >
Margaret Malone
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.04.2019 Company Size: 1-10 Employees Industry: Accounting

The Most Feature-Rich Help Desk Software I Have Ever Used

Read full review >
Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 01.04.2019 Company Size: 51-100 Employees Industry: N/A

What are ProProfs Help Desk pricing details?

ProProfs Help Desk Pricing Plans:

Free Trial

Free

Free

Team

$49/month or $39/month (Annual Billing)

Business

$89/month or $79/month (Annual Billing)

Enterprise

$499/month or $939/month (Annual Billing)

ProProfs Help Desk offers the following basic and enterprise pricing packages:

Free

  • 1 User
  • 1 Inbox
  • 100 Tickets/Month
  • 1 Department/Team
  • 1-Month Ticket History

Team – $49/month or $39/month (Annual Billing)

  • 3 Users
  • 1 Inbox
  • Unlimited Tickets
  • 1 Department/Team
  • 6-Month Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Phone Support

Business – $89/month or $79/month (Annual Billing)

  • All Team Features
  • 5 Users
  • 3 Inboxes
  • 3 Departments/Teams
  • 1-Year Ticket History
  • Basic Reports
  • Routing
  • Child Tickets
  • Roles & Permissions

Enterprise – $499/month or $399/month (Annual Billing)

  • All Business Features
  • Unlimited Users
  • Unlimited Inboxes
  • Unlimited Departments/Teams
  • Unlimited Ticket Ratings
  • Enterprise Reports
  • Audit & Admin Controls
  • SLA & Custom License

What integrations are available for ProProfs Help Desk?

ProProfs Help Desk integrates with the following business systems and applications:

  • ProProfs Knowledge Base
  • ProProfs Chat
  • ProProfs Survey Maker

ProProfs Help Desk average rating:

Average score
4.8/5 (7 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Anonymous Reviewer

PROS: Shared inbox and canned responses are the key features of proprofs help desk. Its use has simplified the job of my agents. My customers now feel more delighted than before.

CONS: In my opinion, it\\\'s better if proprofs can come with the mobile app of its help desk product.

Reviewed 1 year ago

Read full review >

The least favorable review

Anonymous Reviewer

PROS: I have found proprofs help desk to be the best customer support software till date. It has played a crucial role in reducing support costs with less number of tickets generated. My agents can also save their time by not having to answer the same questions of customers.

CONS: There are none aspects in proprofs help desk that I find problematic.

Reviewed 1 year ago

Read full review >

More reviews from 7 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Gather Customer Feedback With the In-Built Survey Maker

Read full review >
Samuel Marble
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 19.11.2019 Company Size: 11-50 Employees Industry: Real Estate

PROS: Proprofs help desk enables teams to collaborate, make internal notes and comments, and resolve tickets faster without missing on any. The customer support tool features parent-child ticketing system which is great.

CONS: I have found no problems in proprofs help desk so far. It needs no installation or set up and works smoothly.

What do you think about this review? Great Poor

Gather Customer Feedback With the In-Built Survey Maker

Read full review >
Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.09.2019 Company Size: 51-100 Employees Industry: Financial Services

PROS: Proprofs help desk enables teams to collaborate, make internal notes and comments, and resolve tickets faster without missing on any. The customer support tool features parent-child ticketing system which is great.

CONS: I have found no problems in proprofs help desk so far. It needs no installation or set up and works smoothly.

What do you think about this review? Great Poor

Ticketing System that Comes with Custom Fields Feature

Read full review >
Roberge Mark
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 31.05.2019 Company Size: More than 100 Employees Industry: Chemicals

PROS: I like the custom fields feature of Proprofs help desk, as my operators can gather the right amount of information from customers at one go. My operators have thus grown more efficient.

CONS: Right now, I find the product to be working perfectly fine. The company may take a call on the product developments in the future.

What do you think about this review? Great Poor

Best ticket management software!

Read full review >
Margaret Malone
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.04.2019 Company Size: 1-10 Employees Industry: Accounting

PROS: The best part about ProProfs Help Desk is the shared inbox feature. I can keep track of all the tickets and also send them forward to the right department easily! Another thing I love about this software is the issue tracker. Tracking tickets is so easy now!

CONS: I think the reporting feature can be a little better.

What do you think about this review? Great Poor

The Most Feature-Rich Help Desk Software I Have Ever Used

Read full review >
Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 01.04.2019 Company Size: 51-100 Employees Industry: N/A

PROS: Shared inbox, issue tracking, and in-built survey are a few of the best aspects of the proprofs help desk. I cannot imagine my customer support team delivering an exceptional support experience without this ticketing system in place.

CONS: Till date, I have not found any problems with the product. It has been working wonders for my agents.

What do you think about this review? Great Poor

The Best Help Desk Ticketing System for my Company

Read full review >
Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 25.02.2019 Company Size: 11-50 Employees Industry: Marketing and Advertising

PROS: Shared inbox and canned responses are the key features of proprofs help desk. Its use has simplified the job of my agents. My customers now feel more delighted than before.

CONS: In my opinion, it\\\'s better if proprofs can come with the mobile app of its help desk product.

What do you think about this review? Great Poor

Making Your Agent’s Life Easy with ProProfs Help Desk

Read full review >
Anonymous Reviewer
3/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.01.2019 Company Size: 11-50 Employees Industry: Facilities Services

PROS: I have found proprofs help desk to be the best customer support software till date. It has played a crucial role in reducing support costs with less number of tickets generated. My agents can also save their time by not having to answer the same questions of customers.

CONS: There are none aspects in proprofs help desk that I find problematic.

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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